Computer Keeps Freezing With Certain Apps Like Word And Not Responding

Discussion in 'Malware Help - MG (A Specialist Will Reply)' started by tane, Nov 14, 2025.

  1. tane

    tane Private E-2

    Hi, my computer keeps freezing when using certain applications such as Microsoft Word. I also receive “Not Responding” messages, and the program freezes. Additionally, whenever I try to print from Microsoft Word, the program becomes unresponsive and freezes.

    These issues started two days ago. I recently ran AdwCleaner and have attached thelog file Since running AdwCleaner, Word now opens without freezing, but whenever I try to print, the program still hangs and eventually freezes again. Thanks in advance for any help!
     

    Attached Files:

    tane, Nov 14, 2025
    #1
  2. Oh My!

    Oh My! Malware Expert Staff Member

    Greetings and welcome to the Major Geeks Malware Forum.

    Please do this

    ===================================================

    Farbar Recovery Scan Tool (FRST)

    --------------------
    • Download FRST64 and save the file on your Desktop
    • If your computer language is other than English right click on the FRST64 icon and rename it to FRST64english
    • Right click on the icon and select Run as administrator
    • Note: If you receive any warning about the download it is a false positive and you can ignore it. Click on More info to get the Run anyway option
    • Click Yes to the disclaimer
    • Click Scan and allow the program to run
    • When completed, FRST.txt and Addition.txt reports will be saved on the Desktop
    • Please attach the reports to your reply
    ===================================================

    Things I would like to see in your next reply.
    • Attached reports
     
    Oh My!, Nov 14, 2025
    #2
  3. tane

    tane Private E-2

    Thankyoufor response I have uploaded the 2 files yourequested
     

    Attached Files:

    tane, Nov 14, 2025
    #3
  4. Oh My!

    Oh My! Malware Expert Staff Member

    I don't see any reference to Microsoft Word, Microsoft Office, or Office 365 in the reports. Could you clarify things for me?
     
    Oh My!, Nov 14, 2025
    #4
  5. tane

    tane Private E-2

    upload_2025-11-15_12-53-48.png
     
    tane, Nov 14, 2025
    #5
  6. tane

    tane Private E-2

    Hi Thanks for response really appreciate your help
    I do have Microsoft Office installed, but it does not appear in the FRST logs for some reason. The problem I’m experiencing is that Microsoft Word keeps freezing or showing “Not Responding” whenever I open a document, type, or try to print. The freeze the program becomes completely unresponsive. have been experiencing this for last 2 days - but i notiuced today when i try to open a word dcument i get an error message and if i try to open excell file nothing opend now

    I am also having problems with my printer not showing up in “Printers & Scanners,” and Word freezes every time I try to access Print Preview or choose a printer.

    i have sent through the error message whne i try to open word in previous response
     
    tane, Nov 14, 2025
    #6
  7. Oh My!

    Oh My! Malware Expert Staff Member

    You have a Microsoft subscription for Office 365, correct?
     
    Oh My!, Nov 15, 2025
    #7
  8. tane

    tane Private E-2

    Hi, thanks for your response. Yes, I do have an Office 365 subscription. Yesterday I uninstalled it and re-installed it, and I can open Word documents now. However, when I try to print, the program becomes unresponsive.
     
    tane, Nov 15, 2025
    #8
  9. Oh My!

    Oh My! Malware Expert Staff Member

    Thanks for the update.

    There is no evidence of malicious software on the computer. However, there are some system errors we may need to follow up on.

    Create a Notepad document and attempt to print it. Let me know what happens.

    Do you use Norton as your primary antivirus? Although you can have Norton and Malwarebytes installed at the same time only one of them should be set to provide real-time protection. The other one should be used as an on demand secondary scan.

    Please do this.

    ===================================================

    Farbar Recovery Scan Tool Fix

    --------------------
    • Right click on the FRST64 icon and select Run as administrator
    • Highlight the below information then hit the Ctrl + C keys at the same time and the text will be copied
    • There is no need to paste the information anywhere, FRST64 will do it for you
    Code:
    Start::
CreateRestorePoint:
CloseProcesses:
cmd: sc query msdtc
cmd: sc stop Spooler
cmd: sc start Spooler
cmd: sc query Spooler
AlternateDataStreams: C:\ProgramData\TEMP:2CB9631F [134] 
AlternateDataStreams: C:\ProgramData\TEMP:D3A82449 [224] 
CustomCLSID: HKU\S-1-5-21-3514825728-3279184603-1357874951-1002_Classes\CLSID\{84B5A313-CD5D-4904-8BA2-AFDC81C1B309}\InprocServer32 -> C:\Users\tane\AppData\Local\GoToMeeting\19950\G2MOutlookAddin64.dll => No File
CustomCLSID: HKU\S-1-5-21-3514825728-3279184603-1357874951-1002_Classes\CLSID\{c2e4dfaf-b248-45ec-87b9-02288258fb2d}\localserver32 -> "C:\Program Files\TechSmith\Camtasia 2025\CamtasiaStudio.exe" -ToastActivated => No File
CustomCLSID: HKU\S-1-5-21-3514825728-3279184603-1357874951-1002_Classes\CLSID\{d936918b-9c4b-555e-074a-c79314be04e1}\localserver32 -> "C:\Program Files (x86)\Proton Technologies\ProtonVPN\ProtonVPN.exe" -ToastActivated => No File
ShellIconOverlayIdentifiers: [ FSOverlayIcon] -> {C0829D19-E5A0-44F5-B56E-D15030C53BB9} => -> No File
ShellIconOverlayIdentifiers: [ FSOverlayIcon] -> {C0829D19-E5A0-44F5-B56E-D15030C53BB9} => -> No File
FirewallRules: [{52DABE8C-A7D2-4B80-B090-A9B7D9639931}] => (Allow) C:\Program Files\Go MetaTrader 5\metatester64.exe => No File
FirewallRules: [TCP Query User{5EEF5774-A8B0-4455-87A4-DD4B003AC26B}C:\program files (x86)\magic keys\magickeys\magickeys.exe] => (Allow) C:\program files (x86)\magic keys\magickeys\magickeys.exe => No File
FirewallRules: [UDP Query User{AD91E2DA-75F4-4FCB-A327-9D94B078FD1C}C:\program files (x86)\magic keys\magickeys\magickeys.exe] => (Allow) C:\program files (x86)\magic keys\magickeys\magickeys.exe => No File
FirewallRules: [TCP Query User{7E34764B-CBAA-4C98-BE71-AF0AAD8BFCB7}C:\program files (x86)\360eyes\360eyes.exe] => (Allow) C:\program files (x86)\360eyes\360eyes.exe => No File
FirewallRules: [UDP Query User{B00EC41E-93E2-4211-A53B-7FDBE840B830}C:\program files (x86)\360eyes\360eyes.exe] => (Allow) C:\program files (x86)\360eyes\360eyes.exe => No File
FirewallRules: [{4628921A-8323-4EA1-A013-0579D4303113}] => (Block) C:\program files (x86)\360eyes\360eyes.exe => No File
FirewallRules: [{F2C18931-1852-45B8-AA2E-8635FBD6249D}] => (Block) C:\program files (x86)\360eyes\360eyes.exe => No File
FirewallRules: [TCP Query User{DB24684B-E602-4934-A82B-8F02B4F1AE6B}C:\program files (x86)\magic keys\magickeys\magickeys.exe] => (Allow) C:\program files (x86)\magic keys\magickeys\magickeys.exe => No File
FirewallRules: [UDP Query User{93858A83-3CB4-4B41-93F4-D3C74B37F9AD}C:\program files (x86)\magic keys\magickeys\magickeys.exe] => (Allow) C:\program files (x86)\magic keys\magickeys\magickeys.exe => No File
FirewallRules: [TCP Query User{EEFBC5DD-5F8A-447D-AB88-13B00C11F4BD}C:\users\tane\appdata\local\capcut\apps\6.3.0.2438\capcut.exe] => (Allow) C:\users\tane\appdata\local\capcut\apps\6.3.0.2438\capcut.exe => No File
FirewallRules: [UDP Query User{C14DD0FE-E0F7-4ABB-A787-42FF538EFD7F}C:\users\tane\appdata\local\capcut\apps\6.3.0.2438\capcut.exe] => (Allow) C:\users\tane\appdata\local\capcut\apps\6.3.0.2438\capcut.exe => No File
FirewallRules: [{B34A373C-ED57-467B-B386-D2702193E36D}] => (Allow) C:\Program Files\Fortect\MainService.exe => No File
FirewallRules: [{420FC28C-E4B8-41CD-859B-FD6C7FE10D8B}] => (Allow) C:\Program Files\Fortect\MainService.exe => No File
cmd: sfc /scannow
cmd: DISM /Online /Cleanup-Image /CheckHealth

End::
    • Click Fix
    • When completed the tool will create a log on the desktop called Fixlog.txt. Please copy and paste the contents of the file in your reply.
    ===================================================

    Things I would like to see in your next reply. Please be sure to copy and paste any requested log information unless you are asked to attach it.
    • Can you print a Notepad document?
    • Is Norton your primary AV program?
    • Fixlog
     
    Oh My!, Nov 15, 2025
    #9
  10. tane

    tane Private E-2

    thanks for responce

    I cannot print with notepad either same problem where it becomes unresposive and crashes
    Yes notron is my primary AV program
    Also i noticed since i run the FRST64 again the word and excelle dont open again- i get that something went wrong message from microsoft that i pasted earlier ( should i uninstall and re-install again? )

    Fix result of Farbar Recovery Scan Tool (x64) Version: 14-11-2025
    Ran by tane (16-11-2025 14:54:35) Run:1
    Running from C:\Users\tane\OneDrive\Desktop
    Loaded Profiles: tane
    Boot Mode: Normal
    ==============================================

    fixlist content:
    *****************
    Start::
    CreateRestorePoint:
    CloseProcesses:
    cmd: sc query msdtc
    cmd: sc stop Spooler
    cmd: sc start Spooler
    cmd: sc query Spooler
    AlternateDataStreams: C:\ProgramData\TEMP:2CB9631F [134]
    AlternateDataStreams: C:\ProgramData\TEMP:D3A82449 [224]
    CustomCLSID: HKU\S-1-5-21-3514825728-3279184603-1357874951-1002_Classes\CLSID\{84B5A313-CD5D-4904-8BA2-AFDC81C1B309}\InprocServer32 -> C:\Users\tane\AppData\Local\GoToMeeting\19950\G2MOutlookAddin64.dll => No File
    CustomCLSID: HKU\S-1-5-21-3514825728-3279184603-1357874951-1002_Classes\CLSID\{c2e4dfaf-b248-45ec-87b9-02288258fb2d}\localserver32 -> "C:\Program Files\TechSmith\Camtasia 2025\CamtasiaStudio.exe" -ToastActivated => No File
    CustomCLSID: HKU\S-1-5-21-3514825728-3279184603-1357874951-1002_Classes\CLSID\{d936918b-9c4b-555e-074a-c79314be04e1}\localserver32 -> "C:\Program Files (x86)\Proton Technologies\ProtonVPN\ProtonVPN.exe" -ToastActivated => No File
    ShellIconOverlayIdentifiers: [ FSOverlayIcon] -> {C0829D19-E5A0-44F5-B56E-D15030C53BB9} => -> No File
    ShellIconOverlayIdentifiers: [ FSOverlayIcon] -> {C0829D19-E5A0-44F5-B56E-D15030C53BB9} => -> No File
    FirewallRules: [{52DABE8C-A7D2-4B80-B090-A9B7D9639931}] => (Allow) C:\Program Files\Go MetaTrader 5\metatester64.exe => No File
    FirewallRules: [TCP Query User{5EEF5774-A8B0-4455-87A4-DD4B003AC26B}C:\program files (x86)\magic keys\magickeys\magickeys.exe] => (Allow) C:\program files (x86)\magic keys\magickeys\magickeys.exe => No File
    FirewallRules: [UDP Query User{AD91E2DA-75F4-4FCB-A327-9D94B078FD1C}C:\program files (x86)\magic keys\magickeys\magickeys.exe] => (Allow) C:\program files (x86)\magic keys\magickeys\magickeys.exe => No File
    FirewallRules: [TCP Query User{7E34764B-CBAA-4C98-BE71-AF0AAD8BFCB7}C:\program files (x86)\360eyes\360eyes.exe] => (Allow) C:\program files (x86)\360eyes\360eyes.exe => No File
    FirewallRules: [UDP Query User{B00EC41E-93E2-4211-A53B-7FDBE840B830}C:\program files (x86)\360eyes\360eyes.exe] => (Allow) C:\program files (x86)\360eyes\360eyes.exe => No File
    FirewallRules: [{4628921A-8323-4EA1-A013-0579D4303113}] => (Block) C:\program files (x86)\360eyes\360eyes.exe => No File
    FirewallRules: [{F2C18931-1852-45B8-AA2E-8635FBD6249D}] => (Block) C:\program files (x86)\360eyes\360eyes.exe => No File
    FirewallRules: [TCP Query User{DB24684B-E602-4934-A82B-8F02B4F1AE6B}C:\program files (x86)\magic keys\magickeys\magickeys.exe] => (Allow) C:\program files (x86)\magic keys\magickeys\magickeys.exe => No File
    FirewallRules: [UDP Query User{93858A83-3CB4-4B41-93F4-D3C74B37F9AD}C:\program files (x86)\magic keys\magickeys\magickeys.exe] => (Allow) C:\program files (x86)\magic keys\magickeys\magickeys.exe => No File
    FirewallRules: [TCP Query User{EEFBC5DD-5F8A-447D-AB88-13B00C11F4BD}C:\users\tane\appdata\local\capcut\apps\6.3.0.2438\capcut.exe] => (Allow) C:\users\tane\appdata\local\capcut\apps\6.3.0.2438\capcut.exe => No File
    FirewallRules: [UDP Query User{C14DD0FE-E0F7-4ABB-A787-42FF538EFD7F}C:\users\tane\appdata\local\capcut\apps\6.3.0.2438\capcut.exe] => (Allow) C:\users\tane\appdata\local\capcut\apps\6.3.0.2438\capcut.exe => No File
    FirewallRules: [{B34A373C-ED57-467B-B386-D2702193E36D}] => (Allow) C:\Program Files\Fortect\MainService.exe => No File
    FirewallRules: [{420FC28C-E4B8-41CD-859B-FD6C7FE10D8B}] => (Allow) C:\Program Files\Fortect\MainService.exe => No File
    cmd: sfc /scannow
    cmd: DISM /Online /Cleanup-Image /CheckHealth

    End::
    *****************

    Restore point was successfully created.
    Processes closed successfully.

    ========= sc query msdtc =========


    SERVICE_NAME: msdtc
    TYPE : 10 WIN32_OWN_PROCESS
    STATE : 1 STOPPED
    WIN32_EXIT_CODE : 1077 (0x435)
    SERVICE_EXIT_CODE : 0 (0x0)
    CHECKPOINT : 0x0
    WAIT_HINT : 0x0


    ========= End of CMD: =========


    ========= sc stop Spooler =========


    SERVICE_NAME: Spooler
    TYPE : 110 WIN32_OWN_PROCESS (interactive)
    STATE : 1 STOPPED
    WIN32_EXIT_CODE : 0 (0x0)
    SERVICE_EXIT_CODE : 0 (0x0)
    CHECKPOINT : 0x0
    WAIT_HINT : 0x0


    ========= End of CMD: =========


    ========= sc start Spooler =========


    SERVICE_NAME: Spooler
    TYPE : 110 WIN32_OWN_PROCESS (interactive)
    STATE : 2 START_PENDING
    (NOT_STOPPABLE, NOT_PAUSABLE, IGNORES_SHUTDOWN)
    WIN32_EXIT_CODE : 0 (0x0)
    SERVICE_EXIT_CODE : 0 (0x0)
    CHECKPOINT : 0x0
    WAIT_HINT : 0x7d0
    PID : 10568
    FLAGS :


    ========= End of CMD: =========


    ========= sc query Spooler =========


    SERVICE_NAME: Spooler
    TYPE : 110 WIN32_OWN_PROCESS (interactive)
    STATE : 4 RUNNING
    (STOPPABLE, NOT_PAUSABLE, IGNORES_SHUTDOWN)
    WIN32_EXIT_CODE : 0 (0x0)
    SERVICE_EXIT_CODE : 0 (0x0)
    CHECKPOINT : 0x0
    WAIT_HINT : 0x0


    ========= End of CMD: =========

    "C:\ProgramData\TEMP" => ":2CB9631F" ADS not found.
    "C:\ProgramData\TEMP" => ":D3A82449" ADS not found.
    HKU\S-1-5-21-3514825728-3279184603-1357874951-1002_Classes\CLSID\{84B5A313-CD5D-4904-8BA2-AFDC81C1B309} => removed successfully
    HKU\S-1-5-21-3514825728-3279184603-1357874951-1002_Classes\CLSID\{c2e4dfaf-b248-45ec-87b9-02288258fb2d} => removed successfully
    HKU\S-1-5-21-3514825728-3279184603-1357874951-1002_Classes\CLSID\{d936918b-9c4b-555e-074a-c79314be04e1} => removed successfully
    HKLM\Software\Microsoft\Windows\CurrentVersion\Explorer\ShellIconOverlayIdentifiers\ FSOverlayIcon => not found
    HKLM\Software\Microsoft\Windows\CurrentVersion\Explorer\ShellIconOverlayIdentifiers\ FSOverlayIcon => not found
    "HKLM\SYSTEM\CurrentControlSet\services\SharedAccess\Parameters\FirewallPolicy\FirewallRules\\{52DABE8C-A7D2-4B80-B090-A9B7D9639931}" => removed successfully
    "HKLM\SYSTEM\CurrentControlSet\services\SharedAccess\Parameters\FirewallPolicy\FirewallRules\\TCP Query User{5EEF5774-A8B0-4455-87A4-DD4B003AC26B}C:\program files (x86)\magic keys\magickeys\magickeys.exe" => removed successfully
    "HKLM\SYSTEM\CurrentControlSet\services\SharedAccess\Parameters\FirewallPolicy\FirewallRules\\UDP Query User{AD91E2DA-75F4-4FCB-A327-9D94B078FD1C}C:\program files (x86)\magic keys\magickeys\magickeys.exe" => removed successfully
    "HKLM\SYSTEM\CurrentControlSet\services\SharedAccess\Parameters\FirewallPolicy\FirewallRules\\TCP Query User{7E34764B-CBAA-4C98-BE71-AF0AAD8BFCB7}C:\program files (x86)\360eyes\360eyes.exe" => removed successfully
    "HKLM\SYSTEM\CurrentControlSet\services\SharedAccess\Parameters\FirewallPolicy\FirewallRules\\UDP Query User{B00EC41E-93E2-4211-A53B-7FDBE840B830}C:\program files (x86)\360eyes\360eyes.exe" => removed successfully
    "HKLM\SYSTEM\CurrentControlSet\services\SharedAccess\Parameters\FirewallPolicy\FirewallRules\\{4628921A-8323-4EA1-A013-0579D4303113}" => removed successfully
    "HKLM\SYSTEM\CurrentControlSet\services\SharedAccess\Parameters\FirewallPolicy\FirewallRules\\{F2C18931-1852-45B8-AA2E-8635FBD6249D}" => removed successfully
    "HKLM\SYSTEM\CurrentControlSet\services\SharedAccess\Parameters\FirewallPolicy\FirewallRules\\TCP Query User{DB24684B-E602-4934-A82B-8F02B4F1AE6B}C:\program files (x86)\magic keys\magickeys\magickeys.exe" => removed successfully
    "HKLM\SYSTEM\CurrentControlSet\services\SharedAccess\Parameters\FirewallPolicy\FirewallRules\\UDP Query User{93858A83-3CB4-4B41-93F4-D3C74B37F9AD}C:\program files (x86)\magic keys\magickeys\magickeys.exe" => removed successfully
    "HKLM\SYSTEM\CurrentControlSet\services\SharedAccess\Parameters\FirewallPolicy\FirewallRules\\TCP Query User{EEFBC5DD-5F8A-447D-AB88-13B00C11F4BD}C:\users\tane\appdata\local\capcut\apps\6.3.0.2438\capcut.exe" => removed successfully
    "HKLM\SYSTEM\CurrentControlSet\services\SharedAccess\Parameters\FirewallPolicy\FirewallRules\\UDP Query User{C14DD0FE-E0F7-4ABB-A787-42FF538EFD7F}C:\users\tane\appdata\local\capcut\apps\6.3.0.2438\capcut.exe" => removed successfully
    "HKLM\SYSTEM\CurrentControlSet\services\SharedAccess\Parameters\FirewallPolicy\FirewallRules\\{B34A373C-ED57-467B-B386-D2702193E36D}" => removed successfully
    "HKLM\SYSTEM\CurrentControlSet\services\SharedAccess\Parameters\FirewallPolicy\FirewallRules\\{420FC28C-E4B8-41CD-859B-FD6C7FE10D8B}" => removed successfully

    ========= sfc /scannow =========


    Beginning system scan. This process will take some time.

    Beginning verification phase of system scan.

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    Windows Resource Protection did not find any integrity violations.


    ========= End of CMD: =========


    ========= DISM /Online /Cleanup-Image /CheckHealth =========


    Deployment Image Servicing and Management tool
    Version: 10.0.26100.5074

    Image Version: 10.0.26200.7171

    The component store is repairable.
    The operation completed successfully.


    ========= End of CMD: =========



    The system needed a reboot.

    ==== End of Fixlog 14:56:42 ====
     
    tane, Nov 16, 2025
    #10
  11. Oh My!

    Oh My! Malware Expert Staff Member

    Greetings.

    Reinstalling Office will not resolve the issue. The problem lies elsewhere.

    Your system is cluttered a bit with multiple security related programs. This can result in conflicts and secondary issues. Whether related to Word/printing or not I think it is something we need to address. We will remove everything, enable Windows Security as a replacement then when we have resolved things you can reinstall the AV program of your choice.

    Please do this.

    ===================================================

    Please create a System Restore Point and verify it was successful before moving on. Name it Start MG Fix.

    ===================================================

    Uninstalling Programs Using Revo Uninstaller Free Portable

    --------------------

    • Download Revo Uninstaller Free Portable and save it to your Desktop
    • Right click on the folder and select Extract All..., then click Extract
    • Double click on the RevoUninstaller-Portable folder
    • Right click on RevoUPort and select Run as administrator
    • Click OK on the License Agreement
    • From the list of programs double click on the listed program(s), or anything similar, to remove it (if it exists)
    Code:
    Malwarebytes version 5.4.3.221
Norton 360
Norton Private Browser
Norton Utilities Ultimate
Private Internet Access
Wise Care 365
Wise Folder Hider
    • If the program's uninstaller appears work through the steps to remove the program(s)
    • Be sure the Advanced option is selected then click Scan
    • For each window that may appear identifying leftover items click Select All, Delete, then confirm the deletion
    • Once done click Finish
    • Reboot your computer
    ===================================================

    Farbar Recovery Scan Tool Fix

    --------------------
    • Right click on the FRST64 icon and select Run as administrator
    • Highlight the below information then hit the Ctrl + C keys at the same time and the text will be copied
    • There is no need to paste the information anywhere, FRST64 will do it for you
    Code:
    Start::
CloseProcesses:
cmd: DISM /Online /Cleanup-Image /RestoreHealth
C:\Program Files\AVG
C:\Program Files\Common Files\AVG
C:\ProgramData\Microsoft\Windows\Start Menu\Programs\AVG TuneUp.lnk
C:\WINDOWS\system32\Tasks\AVG
C:\Users\tane\AppData\Roaming\AVG
C:\ProgramData\AVG
IE trusted site: HKU\.DEFAULT\...\trendmicro.com -> hxxps://pwm.trendmicro.com
IE trusted site: HKU\S-1-5-21-3514825728-3279184603-1357874951-1002\...\trendmicro.com -> hxxps://pwm.trendmicro.com
HKU\S-1-5-21-3514825728-3279184603-1357874951-1002\...\StartupApproved\Run: => "Proton Drive"
HKU\S-1-5-21-3514825728-3279184603-1357874951-1002\...\StartupApproved\Run: => "ProtonVPN"
FirewallRules: [{6991D6A3-16E4-40C6-82BB-0FFBC1BEDB4D}] => (Allow) C:\Program Files\AVG\TuneUp\TuneupUI.exe (Gen Digital Inc. -> AVG Technologies CZ, s.r.o.)
FirewallRules: [{0733CC48-2137-4E43-9631-E63F4DF04ADD}] => (Allow) C:\Program Files\AVG\TuneUp\TuneupUI.exe (Gen Digital Inc. -> AVG Technologies CZ, s.r.o.)
ContextMenuHandlers6: [AVG TuneUp] -> {13004120-FCAF-4232-A255-807EAD6E7D02} => C:\Program Files\AVG\TuneUp\tucontextmenu.dll [2025-11-13] (AVG Technologies USA, LLC -> AVG Technologies CZ, s.r.o.)
ContextMenuHandlers4: [AVG TuneUp] -> {13004120-FCAF-4232-A255-807EAD6E7D02} => C:\Program Files\AVG\TuneUp\tucontextmenu.dll [2025-11-13] (AVG Technologies USA, LLC -> AVG Technologies CZ, s.r.o.)
ContextMenuHandlers1: [AVG TuneUp] -> {13004120-FCAF-4232-A255-807EAD6E7D02} => C:\Program Files\AVG\TuneUp\tucontextmenu.dll [2025-11-13] (AVG Technologies USA, LLC -> AVG Technologies CZ, s.r.o.)
R2 AVGTuneUpSvc; C:\Program Files\AVG\TuneUp\TuneupSvc.exe [21203680 2025-11-13] (Gen Digital Inc. -> AVG Technologies CZ, s.r.o.)
Task: {8B1A13A5-A139-44A0-8CA2-AA56CA059D8E} - System32\Tasks\AVG\AVG TuneUp Update => C:\Program Files\Common Files\AVG\Icarus\avg-tu\icarus.exe [9096928 2025-10-22] (Gen Digital Inc. -> Gen Digital Inc.)
Task: {1B13407F-A0C5-4F07-903A-830D49F2FFB1} - System32\Tasks\AVG\AVG TuneUp BugReport => C:\Program Files\AVG\TuneUp\AvBugReport.exe [6203104 2025-11-13] (Gen Digital Inc. -> AVG Technologies CZ, s.r.o.) -> --send "dumps|report" --silent --product 74 --programpath "C:\Program Files\AVG\TuneUp" --configpath "C:\ProgramData\AVG\TuneUp" --path "C:\ProgramData\AVG\TuneUp\log" --path "C:\ProgramData\AVG\Icarus\Logs" --logpath "C:\ProgramData\AVG\TuneUp\log" --guid c4eafa7b-8b01-48f3-848d-223e35fe64d6
HKLM\...\Run: [AVG TuneUp UI] => C:\Program Files\AVG\TuneUp\TuneupUI.exe [6790880 2025-11-13] (Gen Digital Inc. -> AVG Technologies CZ, s.r.o.)
cmd: DISM /Online /Cleanup-Image /RestoreHealth
AV: Trend Micro Maximum Security (Enabled - Up to date) {F893E11E-F53E-6815-4473-0403E5ADE097}
AV: Trend Micro Maximum Security (Enabled - Up to date) {15FC6637-7CC8-91CB-3CED-EE04794124FD}
StartPowershell:
stop-service WinDefend
stop-service WdNisSvc
Set-MpPreference -DisableRealtimeMonitoring $false
Set-MpPreference -DisableIOAVProtection $false
New-Item -Path "HKLM:\SOFTWARE\Policies\Microsoft\Windows Defender" -Name "Real-Time Protection" -Force
New-ItemProperty -Path "HKLM:\SOFTWARE\Policies\Microsoft\Windows Defender\Real-Time Protection" -Name "DisableBehaviorMonitoring" -Value 0 -PropertyType DWORD -Force
New-ItemProperty -Path "HKLM:\SOFTWARE\Policies\Microsoft\Windows Defender\Real-Time Protection" -Name "DisableOnAccessProtection" -Value 0 -PropertyType DWORD -Force
New-ItemProperty -Path "HKLM:\SOFTWARE\Policies\Microsoft\Windows Defender\Real-Time Protection" -Name "DisableScanOnRealtimeEnable" -Value 0 -PropertyType DWORD -Force
New-ItemProperty -Path "HKLM:\SOFTWARE\Policies\Microsoft\Windows Defender" -Name "DisableAntiSpyware" -Value 0 -PropertyType DWORD -Force
start-service WinDefend
start-service WdNisSvc
Get-MpComputerStatus
EndPowershell:
End::
    • Click Fix
    • When completed the tool will create a log on the desktop called Fixlog.txt. Please copy and paste the contents of the file in your reply.
    ===================================================

    Farbar Recovery Scan Tool SearchAll

    --------------------
    • Launch FRST
    • Copy and paste the following in the Search: box
    Code:
    SearchAll: "Trend Micro";Norton;Symantec;AVG;"Gen Digital";Proton
    • Click the Search Files button
    • When completed click OK and a Search.txt document will open on your desktop
    • Please zip and upload the file to GoFile or the file hosting site of your choice and post the download link in your reply.
    ===================================================

    Things I would like to see in your next reply. Please be sure to copy and paste any requested log information unless you are asked to attach it.
    • Restore Point created?
    • Programs removed?
    • Fixlog
    • Download link
     
    Oh My!, Nov 16, 2025
    #11
  12. tane

    tane Private E-2

    Hi Thanks again for support

    create a restore point

    I removed the programs; however, when uninstalling Norton it reached 47% and encountered a problem, then stopped. I attempted the process again using Revo, but the program no longer appeared in the list as an option to uninstall. It also no longer appears on my computer as an installed program.

    downloadlink https://gofile.io/d/4jgbrR

    Fix result of Farbar Recovery Scan Tool (x64) Version: 16-11-2025
    Ran by tane (17-11-2025 09:38:01) Run:2
    Running from C:\Users\tane\OneDrive\Desktop
    Loaded Profiles: tane &
    Boot Mode: Normal
    ==============================================

    fixlist content:
    *****************
    Start::
    CloseProcesses:
    cmd: DISM /Online /Cleanup-Image /RestoreHealth
    C:\Program Files\AVG
    C:\Program Files\Common Files\AVG
    C:\ProgramData\Microsoft\Windows\Start Menu\Programs\AVG TuneUp.lnk
    C:\WINDOWS\system32\Tasks\AVG
    C:\Users\tane\AppData\Roaming\AVG
    C:\ProgramData\AVG
    IE trusted site: HKU\.DEFAULT\...\trendmicro.com -> hxxps://pwm.trendmicro.com
    IE trusted site: HKU\S-1-5-21-3514825728-3279184603-1357874951-1002\...\trendmicro.com -> hxxps://pwm.trendmicro.com
    HKU\S-1-5-21-3514825728-3279184603-1357874951-1002\...\StartupApproved\Run: => "Proton Drive"
    HKU\S-1-5-21-3514825728-3279184603-1357874951-1002\...\StartupApproved\Run: => "ProtonVPN"
    FirewallRules: [{6991D6A3-16E4-40C6-82BB-0FFBC1BEDB4D}] => (Allow) C:\Program Files\AVG\TuneUp\TuneupUI.exe (Gen Digital Inc. -> AVG Technologies CZ, s.r.o.)
    FirewallRules: [{0733CC48-2137-4E43-9631-E63F4DF04ADD}] => (Allow) C:\Program Files\AVG\TuneUp\TuneupUI.exe (Gen Digital Inc. -> AVG Technologies CZ, s.r.o.)
    ContextMenuHandlers6: [AVG TuneUp] -> {13004120-FCAF-4232-A255-807EAD6E7D02} => C:\Program Files\AVG\TuneUp\tucontextmenu.dll [2025-11-13] (AVG Technologies USA, LLC -> AVG Technologies CZ, s.r.o.)
    ContextMenuHandlers4: [AVG TuneUp] -> {13004120-FCAF-4232-A255-807EAD6E7D02} => C:\Program Files\AVG\TuneUp\tucontextmenu.dll [2025-11-13] (AVG Technologies USA, LLC -> AVG Technologies CZ, s.r.o.)
    ContextMenuHandlers1: [AVG TuneUp] -> {13004120-FCAF-4232-A255-807EAD6E7D02} => C:\Program Files\AVG\TuneUp\tucontextmenu.dll [2025-11-13] (AVG Technologies USA, LLC -> AVG Technologies CZ, s.r.o.)
    R2 AVGTuneUpSvc; C:\Program Files\AVG\TuneUp\TuneupSvc.exe [21203680 2025-11-13] (Gen Digital Inc. -> AVG Technologies CZ, s.r.o.)
    Task: {8B1A13A5-A139-44A0-8CA2-AA56CA059D8E} - System32\Tasks\AVG\AVG TuneUp Update => C:\Program Files\Common Files\AVG\Icarus\avg-tu\icarus.exe [9096928 2025-10-22] (Gen Digital Inc. -> Gen Digital Inc.)
    Task: {1B13407F-A0C5-4F07-903A-830D49F2FFB1} - System32\Tasks\AVG\AVG TuneUp BugReport => C:\Program Files\AVG\TuneUp\AvBugReport.exe [6203104 2025-11-13] (Gen Digital Inc. -> AVG Technologies CZ, s.r.o.) -> --send "dumps|report" --silent --product 74 --programpath "C:\Program Files\AVG\TuneUp" --configpath "C:\ProgramData\AVG\TuneUp" --path "C:\ProgramData\AVG\TuneUp\log" --path "C:\ProgramData\AVG\Icarus\Logs" --logpath "C:\ProgramData\AVG\TuneUp\log" --guid c4eafa7b-8b01-48f3-848d-223e35fe64d6
    HKLM\...\Run: [AVG TuneUp UI] => C:\Program Files\AVG\TuneUp\TuneupUI.exe [6790880 2025-11-13] (Gen Digital Inc. -> AVG Technologies CZ, s.r.o.)
    cmd: DISM /Online /Cleanup-Image /RestoreHealth
    AV: Trend Micro Maximum Security (Enabled - Up to date) {F893E11E-F53E-6815-4473-0403E5ADE097}
    AV: Trend Micro Maximum Security (Enabled - Up to date) {15FC6637-7CC8-91CB-3CED-EE04794124FD}
    StartPowershell:
    stop-service WinDefend
    stop-service WdNisSvc
    Set-MpPreference -DisableRealtimeMonitoring $false
    Set-MpPreference -DisableIOAVProtection $false
    New-Item -Path "HKLM:\SOFTWARE\Policies\Microsoft\Windows Defender" -Name "Real-Time Protection" -Force
    New-ItemProperty -Path "HKLM:\SOFTWARE\Policies\Microsoft\Windows Defender\Real-Time Protection" -Name "DisableBehaviorMonitoring" -Value 0 -PropertyType DWORD -Force
    New-ItemProperty -Path "HKLM:\SOFTWARE\Policies\Microsoft\Windows Defender\Real-Time Protection" -Name "DisableOnAccessProtection" -Value 0 -PropertyType DWORD -Force
    New-ItemProperty -Path "HKLM:\SOFTWARE\Policies\Microsoft\Windows Defender\Real-Time Protection" -Name "DisableScanOnRealtimeEnable" -Value 0 -PropertyType DWORD -Force
    New-ItemProperty -Path "HKLM:\SOFTWARE\Policies\Microsoft\Windows Defender" -Name "DisableAntiSpyware" -Value 0 -PropertyType DWORD -Force
    start-service WinDefend
    start-service WdNisSvc
    Get-MpComputerStatus
    EndPowershell:
    End::
    *****************

    Processes closed successfully.

    ========= DISM /Online /Cleanup-Image /RestoreHealth =========


    Deployment Image Servicing and Management tool
    Version: 10.0.26100.5074

    Image Version: 10.0.26200.7171


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    [==========================100.0%==========================]
    The restore operation completed successfully.
    The operation completed successfully.


    ========= End of CMD: =========


    "C:\Program Files\AVG" Folder move:

    Could not move "C:\Program Files\AVG" => Scheduled to move on reboot.


    "C:\Program Files\Common Files\AVG" Folder move:

    C:\Program Files\Common Files\AVG => moved successfully
    C:\ProgramData\Microsoft\Windows\Start Menu\Programs\AVG TuneUp.lnk => moved successfully

    "C:\WINDOWS\system32\Tasks\AVG" Folder move:

    C:\WINDOWS\system32\Tasks\AVG => moved successfully

    "C:\Users\tane\AppData\Roaming\AVG" Folder move:

    C:\Users\tane\AppData\Roaming\AVG => moved successfully

    "C:\ProgramData\AVG" Folder move:

    Could not move "C:\ProgramData\AVG" => Scheduled to move on reboot.

    HKU\.DEFAULT\Software\Microsoft\Windows\CurrentVersion\Internet Settings\ZoneMap\Domains\trendmicro.com => removed successfully
    HKU\S-1-5-21-3514825728-3279184603-1357874951-1002\Software\Microsoft\Windows\CurrentVersion\Internet Settings\ZoneMap\Domains\trendmicro.com => removed successfully
    "HKU\S-1-5-21-3514825728-3279184603-1357874951-1002\SOFTWARE\Microsoft\Windows\CurrentVersion\Explorer\StartupApproved\Run\\Proton Drive" => removed successfully
    "HKU\S-1-5-21-3514825728-3279184603-1357874951-1002\SOFTWARE\Microsoft\Windows\CurrentVersion\Run\\Proton Drive" => not found
    "HKU\S-1-5-21-3514825728-3279184603-1357874951-1002\SOFTWARE\Microsoft\Windows\CurrentVersion\Explorer\StartupApproved\Run\\ProtonVPN" => removed successfully
    "HKU\S-1-5-21-3514825728-3279184603-1357874951-1002\SOFTWARE\Microsoft\Windows\CurrentVersion\Run\\ProtonVPN" => not found
    "HKLM\SYSTEM\CurrentControlSet\services\SharedAccess\Parameters\FirewallPolicy\FirewallRules\\{6991D6A3-16E4-40C6-82BB-0FFBC1BEDB4D}" => removed successfully
    "HKLM\SYSTEM\CurrentControlSet\services\SharedAccess\Parameters\FirewallPolicy\FirewallRules\\{0733CC48-2137-4E43-9631-E63F4DF04ADD}" => removed successfully
    HKLM\Software\Classes\Folder\ShellEx\ContextMenuHandlers\AVG TuneUp => removed successfully
    HKLM\Software\Classes\CLSID\{13004120-FCAF-4232-A255-807EAD6E7D02} => removed successfully
    HKLM\Software\Classes\Directory\ShellEx\ContextMenuHandlers\AVG TuneUp => removed successfully
    HKLM\Software\Classes\*\ShellEx\ContextMenuHandlers\AVG TuneUp => removed successfully
    AVGTuneUpSvc => Service stopped successfully.
    HKLM\System\CurrentControlSet\Services\AVGTuneUpSvc => removed successfully
    AVGTuneUpSvc => service removed successfully
    "HKLM\Software\Microsoft\Windows NT\CurrentVersion\Schedule\TaskCache\Boot\{8B1A13A5-A139-44A0-8CA2-AA56CA059D8E}" => removed successfully
    "HKLM\Software\Microsoft\Windows NT\CurrentVersion\Schedule\TaskCache\Tasks\{8B1A13A5-A139-44A0-8CA2-AA56CA059D8E}" => removed successfully
    "C:\WINDOWS\System32\Tasks\AVG\AVG TuneUp Update" => not found
    "HKLM\Software\Microsoft\Windows NT\CurrentVersion\Schedule\TaskCache\Tree\AVG\AVG TuneUp Update" => removed successfully
    "HKLM\Software\Microsoft\Windows NT\CurrentVersion\Schedule\TaskCache\Boot\{1B13407F-A0C5-4F07-903A-830D49F2FFB1}" => removed successfully
    "HKLM\Software\Microsoft\Windows NT\CurrentVersion\Schedule\TaskCache\Tasks\{1B13407F-A0C5-4F07-903A-830D49F2FFB1}" => removed successfully
    "C:\WINDOWS\System32\Tasks\AVG\AVG TuneUp BugReport" => not found
    "HKLM\Software\Microsoft\Windows NT\CurrentVersion\Schedule\TaskCache\Tree\AVG\AVG TuneUp BugReport" => removed successfully
    "HKLM\Software\Microsoft\Windows\CurrentVersion\Run\\AVG TuneUp UI" => removed successfully

    ========= DISM /Online /Cleanup-Image /RestoreHealth =========


    Deployment Image Servicing and Management tool
    Version: 10.0.26100.5074

    Image Version: 10.0.26200.7171


    [== 3.8% ]

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    [===========================62.3%==== ]

    [===========================84.9%================= ]

    [==========================100.0%==========================]
    The restore operation completed successfully.
    The operation completed successfully.


    ========= End of CMD: =========

    "AV: Trend Micro Maximum Security (Enabled - Up to date) {F893E11E-F53E-6815-4473-0403E5ADE097}" => removed successfully
    "AV: Trend Micro Maximum Security (Enabled - Up to date) {15FC6637-7CC8-91CB-3CED-EE04794124FD}" => removed successfully

    ========= Powershell: =========


    ========= End of Powershell: =========


    Result of scheduled files to move (Boot Mode: Normal) (Date&Time: 17-11-2025 10:03:53)

    C:\Program Files\AVG => Is moved successfully
    C:\ProgramData\AVG => Is moved successfully

    ==== End of Fixlog 10:03:53 ====
     
    tane, Nov 16, 2025
    #12
  13. Oh My!

    Oh My! Malware Expert Staff Member

    Please do this.

    ===================================================

    Farbar Recovery Scan Tool - Run Fix Using Attached File

    --------------------
    • Download the attached file and save it in the same location as FRST.exe (example, Desktop, USB device) <<< Important
    • Right click on FRST and select Run as administrator
    • Click Fix and once completed your computer will reboot
    • The tool will create a log on the desktop called Fixlog.txt
    • Attach the report to your reply
    ===================================================

    Things I would like to see in your next reply.
    • Attached Fixlog
     

    Attached Files:

    Oh My!, Nov 16, 2025
    #13
  14. tane

    tane Private E-2

    thanks i have attached for you
     

    Attached Files:

    tane, Nov 16, 2025
    #14
  15. tane

    tane Private E-2

    just another thing i have noticed is that i cannot update windows
     
    tane, Nov 16, 2025
    #15
  16. Oh My!

    Oh My! Malware Expert Staff Member

    We can take a look at Windows Update.

    Before doing anything else can you update me on how the computer is running now? Any changes?
     
    Oh My!, Nov 17, 2025
    #16
  17. Oh My!

    Oh My! Malware Expert Staff Member

    How are we doing?
     
    Oh My!, Nov 25, 2025 at 8:56 AM
    #17

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